職責
(a) 領導系統開發小組和監督1823聯絡中心的資訊科技服務以提供卓越的公共服務；
(b) 制定資訊科技策略，並開發具成本效益的措施，以持續提升服務品質和改善用戶體驗；
(c) 維護和增強聯絡中心電話基礎設施和通信系統的安全性、可靠性、韌性和效能；
(d) 就提升服務質素進行檢討及找出可予改進的範圍，並提出建議以超越用戶期望；及
(e) 監督內部員工和承辦商的日常系統維護和支援服務，以提高營運效率。
此職位或須輪班，包括通宵班及在星期六、日或公眾假期期間不定時工作，以及在惡劣天氣（包括颱風及黑色暴雨）期間工作。
獲聘用者須於短時間內上任；主要工作地點為油麻地及長沙灣的1823辦公室。
(b) 制定資訊科技策略，並開發具成本效益的措施，以持續提升服務品質和改善用戶體驗；
(c) 維護和增強聯絡中心電話基礎設施和通信系統的安全性、可靠性、韌性和效能；
(d) 就提升服務質素進行檢討及找出可予改進的範圍，並提出建議以超越用戶期望；及
(e) 監督內部員工和承辦商的日常系統維護和支援服務，以提高營運效率。
此職位或須輪班，包括通宵班及在星期六、日或公眾假期期間不定時工作，以及在惡劣天氣（包括颱風及黑色暴雨）期間工作。
獲聘用者須於短時間內上任；主要工作地點為油麻地及長沙灣的1823辦公室。
(a) to lead a systems development team and oversee the provision of information technology service to the 1823 contact centre, ensuring public service excellence;
(b) to formulate information technology strategies and develop cost-effective measures for continuous service quality upgrades and improved user experience;
(c) to maintain and enhance the security, reliability, resilience and performance of the contact centre’s telephony infrastructure and communications systems;
(d) to conduct reviews to enhance information technology service quality, identify areas for improvement, and make recommendations to exceed user expectations; and
(e) to monitor daily system maintenance and support services by in-house staff and contractors to improve operational efficiency.
The job holder may be required to work on shifts, including overnight shifts, and irregular hours during weekdays as well as on Saturdays, Sundays and public holidays, and in inclement weather such as during typhoon and black rainstorm.
The successful candidate is required to assume duty at short notice. The main working locations are 1823 offices in Yau Ma Tei and Cheung Sha Wan.
(b) to formulate information technology strategies and develop cost-effective measures for continuous service quality upgrades and improved user experience;
(c) to maintain and enhance the security, reliability, resilience and performance of the contact centre’s telephony infrastructure and communications systems;
(d) to conduct reviews to enhance information technology service quality, identify areas for improvement, and make recommendations to exceed user expectations; and
(e) to monitor daily system maintenance and support services by in-house staff and contractors to improve operational efficiency.
The job holder may be required to work on shifts, including overnight shifts, and irregular hours during weekdays as well as on Saturdays, Sundays and public holidays, and in inclement weather such as during typhoon and black rainstorm.
The successful candidate is required to assume duty at short notice. The main working locations are 1823 offices in Yau Ma Tei and Cheung Sha Wan.
入職條件
申請人必須 -
(a) 持本港大學頒發的資訊科技、資訊系統、計算機科學或相關學科學士學位，或同等學歷；
(b) 具備最少12年資訊及通訊科技界的工作經驗，其中最少5年須在大型聯絡中心環境中擔任項目管理的職位；
(c) 具有策略規劃和執行能力的領導才能；
(d) 對電話基礎設施、通信系統、網絡安全實踐以及其他與聯絡中心運作相關的系統有深入的技術知識（例如亞美亞Avaya Aura Communication Manager、VMware EXSI、Siebel、NICE Engage、MS SQL Server和Oracle數據庫）；及
(e) 具備良好中文及英文書寫及會話能力，以及良好的分析、溝通及員工管理技巧。
(a) 持本港大學頒發的資訊科技、資訊系統、計算機科學或相關學科學士學位，或同等學歷；
(b) 具備最少12年資訊及通訊科技界的工作經驗，其中最少5年須在大型聯絡中心環境中擔任項目管理的職位；
(c) 具有策略規劃和執行能力的領導才能；
(d) 對電話基礎設施、通信系統、網絡安全實踐以及其他與聯絡中心運作相關的系統有深入的技術知識（例如亞美亞Avaya Aura Communication Manager、VMware EXSI、Siebel、NICE Engage、MS SQL Server和Oracle數據庫）；及
(e) 具備良好中文及英文書寫及會話能力，以及良好的分析、溝通及員工管理技巧。
Candidate should have –
(a) a Hong Kong bachelor’s degree in Information Technology, Information System, Computer Science or related discipline, or equivalent;
(b) at least 12 years of work experience in information and communications technology industry, of which at least 5 years in a project management role in a large-scale contact centre environment;
(c) strong leadership with strategic planning and execution skills;
(d) strong technical knowledge of telephony infrastructure and communications systems, cybersecurity practices and other systems relevant to contact centre operations (e.g. Avaya Aura Communication Manager, VMware EXSI, Siebel, NICE Engage, MS SQL Server and Oracle database); and
(e) good command of written and spoken Chinese and English, with strong analytical, communication and staff management skills.
(a) a Hong Kong bachelor’s degree in Information Technology, Information System, Computer Science or related discipline, or equivalent;
(b) at least 12 years of work experience in information and communications technology industry, of which at least 5 years in a project management role in a large-scale contact centre environment;
(c) strong leadership with strategic planning and execution skills;
(d) strong technical knowledge of telephony infrastructure and communications systems, cybersecurity practices and other systems relevant to contact centre operations (e.g. Avaya Aura Communication Manager, VMware EXSI, Siebel, NICE Engage, MS SQL Server and Oracle database); and
(e) good command of written and spoken Chinese and English, with strong analytical, communication and staff management skills.
